What should be done when guests damage hotel items during the meal?

First, the guest found a foreign body in the meal.

In restaurant service, this kind of problem does sometimes occur, such as straw sticks in cooking and black spots in rice. Sometimes even more unacceptable items are mixed in the rice, such as nails, broken porcelain, broken glass and so on.

When dealing with this situation, the restaurant waiter should apologize to the guests first, and then immediately remove the food served by the guests, regardless of the price, and carefully distinguish what it is. After being identified as a foreign body, you should immediately cook a new meal for the guest, or ask the guest for advice and change to a similar dish, and apologize to the guest again.

Second, the guests reported that the dishes tasted wrong.

There are many reasons why guests complain that the dishes taste wrong, and restaurant waiters should handle them according to different situations:

1. If the taste of the dish is too salty or weak, remove the dish from the table and send it back to the kitchen to make it again; At the same time, the waiter should apologize to the guests.

If the guest is not satisfied with the cooking method, the waiter should apologize to the guest first, and then politely introduce the cooking method of this dish to the guest in order to gain the understanding of the guest.

3. If the quality of raw materials leaves the hospital, the waiter will immediately remove the dishes and apologize to the guests, asking them to order a dish with similar taste again; Then make it immediately, invite guests to taste it again after serving, and consider reducing the cost of this dish when checking out.

3. Sprinkle soup, juice and wine on the guests.

Soup, vegetable juice and wine spilled on guests are often caused by careless operation or violation of operating procedures by waiters. When dealing with such events, there should be the following methods:

1. The person in charge of the restaurant came forward and sincerely apologized to the guests.

2. Wipe the clothes for the guests with a wet towel in time. Pay attention to the consent of the guests first, and the female guests will be wiped by the waitress, and the action should be appropriate.

3. According to the attitude of the guests and the degree of dirty clothes, offer suggestions for free washing for the guests; Return the clothes to the guests in time after washing and apologize again.

4. Sometimes the clothes are slightly stained and basically clean after wiping, and the restaurant supervisor should provide some food or drinks for the guests free of charge to show the compensation to the guests.

If soup is spilled on the clothes due to the carelessness of the guests, the waiter should arrive at the scene quickly, take the initiative to wipe it for the guests and comfort them at the same time. If the soup is spilled on the guest's table or tablecloth, the waiter should clean it up quickly, put a napkin on the tablecloth and invite the guest to continue eating. It should not be ignored.

Fourth, the guest damaged the tableware.

When a guest damages the tableware during eating, the restaurant waiter should first find out the reason when dealing with it.

1. Some guests accidentally broke the cup and knocked off the plate. First, show concern and sympathy, ask the guests if they have been bruised or stabbed, immediately clean up the broken tableware, then put on clean tableware for the guests and invite them to continue eating. Restaurant waiters can also take the initiative to serve the guests, such as introducing the characteristics of the dishes and asking the guests if they need to add some other dishes to distract the guests and get rid of the embarrassing situation. But pay attention to the type and quantity of tableware damaged by guests. According to the property price list of the restaurant, please ask the guests for compensation when checking out after the meal, and collect the money together with the meal fee, and inform the guests of the amount and proportion of compensation.

2. Some guests in the process of dining, because of excessive drinking, drunken gaffes, damaged tableware, depending on the situation, not only according to the price compensation, but also fined. It is intolerable to get drunk with tableware in a restaurant, otherwise it will only encourage its arrogance, affect other guests' dining and affect the reputation of the restaurant.

5. The guest is rude.

Generally speaking, most guests can consciously abide by the rules of the restaurant. While the waiters in the restaurant provide courteous and enthusiastic service to the guests, the guests will also treat each other with courtesy and get along with each other as equals. However, it also happens from time to time, and some guests swear and hurt people when they export. Part of the reason may be lack of self-cultivation and courtesy; Sometimes neglected, self-esteem is hurt, and it is not calm for a while.

The situation is different, and the treatment and treatment methods are also different.

1. If the guest's own quality is not high and he doesn't know how to behave in public, the restaurant waiter should treat it calmly and generally don't care about his rude words; If it is too much, you can calmly point out that guests should restrain their words and deeds, not be too presumptuous, and help them through superior leaders and relevant departments in time.

If the guest is disrespectful because of his negligence, the waiter in the restaurant should make up for the service mistake immediately, regardless of the guest's excessive speech.